Rated 5 out of 5 by migmad Way Better Than Expected
The new Sheraton New York is beautiful. I remember what it looked like before the renovaiton and it was desperately needed. The room layout is nice. The decor of the overall facility is much improved. The staff I encountered were very friendly especially the Manager JL. He helped to make my wife's birthday special.
November 25, 2014

Rated 4 out of 5 by VarmdoandTannay Strange breakfast plans
I don't think the three different breakfast plans are a good idea, it always ended up with discussions about what was eaten and not
November 25, 2014

Rated 5 out of 5 by Spooled59 Great location, great accommodations
great location, great staff, extremely comfortable beds
November 24, 2014

Rated 5 out of 5 by DrPam60 NYC at its best!
Very lovely room, plenty of space! ( unusual for NYC) extremely helpful and friendly staff in all areas, especially with check in and out.
Lounge of 44th floor was convenient and fun!
We were there for a mix of business ( conference) and pleasure, both were excellent. Location is primo for Broadway shows and Times Square.
November 24, 2014

Rated 5 out of 5 by Rick65 You continue to exceed my expectations!
Again the crew at the front desk continues to exceed my expectations. No matter who I talk to. Alex Fish runs a first class operation.
November 24, 2014

Rated 2 out of 5 by Todd70 could do better at making customers feel like a guest
While the facilities and location of the hotel are nice, several aspects of the stay were annoying to me. Several things that would be included in the "guest experience" at other hotels (e.g. in-room wifi, storing baggage after checking out) were not only charged at the Sheraton, but also charged at unreasonable rates. The constant charging for services made me feel more like a revenue machine than a guest. The lines to check out and especially to collect left luggage were also quite long, again showing a lack of attention to guest experience. If the left luggage is run by an independent agency, figure out a way to make it better (and included in the room rate) because it reflects on the hotel. Also, the front reception does not appear to communicate with cleaning staff on day of check out, leading to cleaning staff entering rooms to start cleaning before the guests check out. This should not occur in a high quality hotel, and comes across as untidy and unprofessional management.
November 24, 2014

Rated 4 out of 5 by U2tribridge Good to stay for business trip
Facilites and location are nothing wrong for stays on business trip, but I won't prefer for family pleasure. Beacause of convenient location and large number of rooms, I felt it was very busy and crowded in public areas.
November 23, 2014

Rated 3 out of 5 by Rory Great Concierge Team but exhorbadant fees and inconsistent customer service
Overall the hotel was average. I found that having to pay for everything you do on top of the high price was not satisfactory. In the 10 years I have travelled I have never paid for luggage storage ($4 per bag), nor for using the gym. In a competitive industry I also find charging for WIFI in your room, completely out of touch (go to countries in Asia and its comp.). Speaking of the $4 bag fee, I have never seen such unmotivated people. I know its not a glamorous job (i have worked in hotels), but if you dont like it work someone else. I also found the lady who checked me out of the hotel as no sense of customer service. For example, how about saying, I really hope you enjoyed your stay/your time in New York, have a safe trip home.
On a positive note, the two gentleman who are on the Concierge Desk, fantastic. They were extremely helpful, friendly and recommended some great things to do while we were in New York, bravo!.
The lady who also checked me in was great. My booking had been stuffed up by the SPG booking staff, however she provided some options, which though were not ideal, she did the best she could under the circumstances (WIFI free in room for the week).
I am an SPG member and I try to use hotels when I travel, mostly Westin, however in recent times, I have found that there needs to be a consistent level of service across all areas of the hotel.
Regards
November 23, 2014

Rated 3 out of 5 by MomeeZ Won't Return
Service is inconsistent. Front Desk Staff especially. Initial check in was fine, gentleman smiled, helpful. Needed to change rooms the next day and this lady acted like she didn't want to be there and she was at the Preferred Desk. She assisted me but at the minimum level of helpfulness.
November 20, 2014

Rated 5 out of 5 by wayneb123 Great Hotel for all my business and leisure needs!
I love this hotel. I stay there once or twice a month on average and the location is great. Best part is how Sharon G takes such good care of me every time I email here. Always the best service of any place I stay in the country and I travel a lot.
November 19, 2014

Rated 2 out of 5 by Bob116 Below starwood expectations
Hotel was nice. Staff not very responsive. Did not receive final bill under the door. Called to advise I was checking out and was told they would email final copy of bill. When I receive it, I found they had charged me a much higher rate. Stayed nov.7th. Still waiting for refund.
November 19, 2014

Rated 3 out of 5 by Magician70 Weekend Getaway
I rented a double bed room for a family of four expecting to sleep in queen size beds, instead we slept in two full sized beds. Not a very resting night experience for anyone.
November 18, 2014

Rated 4 out of 5 by santri1969 Large touristy Times square hotel
Very large and well located hotel in midtown manhattan. Stayed a dozen times here - not much SPG recognition, hotel worn out and needs renovation.
November 18, 2014

Rated 3 out of 5 by thatcyclist worst Club Lounge
Great check-in....Great staff....housekeepers were all smiles and so friendly...upgraded to a suite but the Club Lounge was AWFUL....honestly I have stayed in Sheratons which were category 2 3 4 which offered better breakfasts.....None of the staff in the Club Lounge greeted you and the breakfast offerings were minimal....a real disappointment
November 18, 2014

Rated 5 out of 5 by Nancy updated hotel is well appointed
It was evident that this hotel has been recently updated. From the television to bathroom fixtures, everything is in excellent shape. The room itself was small with only one chair in the corner. This made it difficult to enjoy the television without having to sit on the bed. I was very happy to see glass glasses and a coffee pot. A small refrigerator would be nice. One could be available but would have been an additional $35 a day. The hotel is very well located.
November 17, 2014

Rated 2 out of 5 by u88a Good location but poor service
Front desk staff not helpful and don't seem to care. Shower faucet broken and not fixed after our request (service was actually sent to fix the toilet instead..). Issues with early arrival (Queen bed instead of King, one room instead of two, etc).
November 17, 2014

Rated 5 out of 5 by Bov123 Excellent experience
Really enjoyed the entire experience staying at the hotel.
November 15, 2014

Rated 3 out of 5 by Dbat SPG Loyalty?
This is the only Sheraton I've come across that doesn't provide lounge access to SPG Gold members. Not sure what the loyalty program is for???
In addition, shower dripped making the morning shower a terrible experience. Wouldn't stay here again and making me doubt my loyalty to SPG.
November 13, 2014

Rated 5 out of 5 by TomfromCT Impeccable service in a great location
My wife and I have stayed in this hotel many times over the years and the service is always great. There are several persons in the lobby ready to help you or just to smile at you as you pass by. The hotel has an ideal location. Our room was whistle clean.
November 13, 2014

Rated 3 out of 5 by Southerners Good Location
Chose the hotel for its location and walking distance to theatre. Took a long time to check in even with SPG lane. Lobby is always crowded and have to wait for elevators. They charge $15/day for internet in the room and it doesn't always work. Front desk doesn't answer the phone, even when transferred from guest services. Room is dusty and every day something was forgotten-ran out of tissues and toilet paper. Starbucks in lobby is wonderful and all workers there are helpful and pleasant.
November 13, 2014

Rated 4 out of 5 by VeryGoodPointsStacey Location is everything
The location of the hotel can't be beat - assuming you want to be close to Times Square.
As a Platinum member I was upgraded and had a great view on the 46th floor. The room was average size, but was modern and in good condition.
The club lounge is nice and the food was pretty good. The prices for food & beverages in the hotel overall are outrageous. It's such a convenience to have a coffee bar and casual restaurant in the hotel lobby, but the prices make them less desirable.
I would stay at this hotel again.
November 12, 2014

Rated 1 out of 5 by ICEMAN07 I must lower the expectations next time
I choose Sheraton in Times Square because it is 2 blocks away from the show i wanted to see for decades. Finally that day came i i drove to New York only to see the show and stay at Sheraton hotel for a night. I wanted my trip to be memorable so i didn't mind booking at a well known hotel and paying a little bit more as oppose to staying at a not so well known hotel. As it turns out, the shower at our room only comes with either steaming hot and freezing cold. It was very inconvenient. My 2 days in New York is perfect except every time i'm reminded with the shower experience, i can help but be upset. I have stayed in Sheraton Waikiki in Hawaii and i loved every details they have in that hotel. It is from that stay where I've always associated Sheraton as a first class accommodation. With all of the best hotels located in Time Square, it now adds a curiosity on how better or perfect my experience would've been had i stayed on a different hotel.
November 12, 2014

Rated 1 out of 5 by dontbother Very disappointing.
Very poor custoer service. I had put beverages in the fridge to cool and they were taken out and a note left asking for an extra 35$ if I wanted a fridge in my room. That's penny pinching and cheap.
There was mildew in the shower stall and the grout was dirty. There were bad scratches along the doors and wall. The TV was not working when I first arrived. The bathroom was so small you had to keep the door open to use the toilet.
I used the ticket counter for a broadway show. I understand they are independent from the hotel but the poor service reflects on you. I got partially obstructer view seats when they were nto supposed to be.
November 12, 2014

Rated 4 out of 5 by Sandy832 Light from Hallway Right Outside the Room Door
We could understand why your hallways are illuminated. But for some reason, when the lights are located right outside/above the room door, the light just blasts into the room (through the gaps between the door and the wall) and thus hardly conducive to a relaxed environment during the sleep hours.
November 11, 2014

Rated 2 out of 5 by AandP Not up to SPG standards!
The room was tiny for the price. The toilet did not work. The line to get up to the room was very long. The "cafe" on Saturday only had a $34 brunch- only wanted a sandwich.Only went for a seminar, but expected a better stay.
November 10, 2014

Rated 4 out of 5 by Meet2014 MeetingPlanner
We enjoyed a successful event
November 10, 2014

Rated 5 out of 5 by Wunan An excellent hotel in every respect!
As soon as I arrived in the evening, Alex at the front desk checked me in! He was delightful, warm, and very accommodating! Steve took care of me at another time and he was very nice and helpful!
The location, staff, and room were excellent in every way. The room was very clean and the bed, extremely comfortable!
November 10, 2014

Rated 5 out of 5 by WH1958 GREAT STAY MY 30 TH DAY AT THIS HOTEL THIS YEAR
The Sheraton Times Square has become my go-to hotel in NYC. I know the front desk staff well as this is about my 30th day of stays this year. I have business in the city, go to broadway shows, and have a son in college in the city. For all of these activities, The Sheraton Times Square in the perfect location. The staff goes out of their way in every way. Room service in 20-30 minutes, quesadillas for room service for breakfast as that is my son's favorite---its not on the breakfast menu....but the staff is happy to accommodate. Yesterday I needed a safety pin, and found it in m room within 15 minutes. It is better than home. I am fortunate as platinum due to my many stays as I request a room type and always get it. Sometimes I am with a friend, sometimes alone, and sometimes with family in toe. The best part of all is they are DOG FRIENDLY and my 6 pound maltese is always welcome. I love the club lounge as it has great views and great food including lattes, greek yogurt, eggs, oatmeal, and muffins, bagels and croissants for breakfast. YUMMY AND NO CHARGE. IT IS EASY LIVING AND YOU CAN'T ASK FOR MORE IN NYC. And it ia block from the MOMA, 2 blocks from 5th aveue best shopping in the world, and 5 blocks from middle of times square. Just perfect in every way. And the best value in the city!
November 9, 2014

Rated 3 out of 5 by bonsalva 11/6-9/14
I was checked into and given keys to a room that was occupied. That didn't make me feel very safe--if I was able to access someone elses room, who could access mine?? The second room I checked in to had fresh linens and towels, however, the floors had not been vacuumed, the bathroom was not clean and there was trash in 2 trash cans. The front desk staff and manager were very helpful and got me into a clean room, but I definitely was put off by the first 2 rooms I was assigned. I have reservations next week and am hoping that I do not have any further issues with this hotel as I'm a loyal SPG member.
November 8, 2014

Rated 5 out of 5 by UKevin Welcoming, Professional and Attentive
I have just returned home to the UK from my second stay in this excellent hotel. The staff have all been attentive to our needs and have "gone the extra mile" to make our stay very special.
Thank you for making my week-long 65th birthday celebration so memorable.
Professionalism with a personal touch is not easy to achieve but the Sheraton a Time Square achieves this consistently.
November 8, 2014